JOB FUNCTION & KEY RESPONSIBILITIES

Context:

AGL deploys a platform for its customers that allows them, among other things, to benefit from complete visibility of their transport chain. The latter, provided in SaaS mode by a specialized publisher, also offers collaborative and activity analysis features that facilitate interactions between customers and operational staff.

For this newly deployed solution, Ascens Kigali is looking for a Solution Expert responsible for strengthening its adoption, and optimizing its appropriation by customers and operational staff and overseeing its evolution.
The position is part of an international and multi-service environment, in close collaboration with the business, sales and support teams and the solution publisher.

You will work under the responsibility of the Solution Manager within the Transit & Freight Forwarding department of the AGL IT department. 

Main functions:

Guarantee the efficiency, quality and ownership of the platform by internal and external users. SolEx acts as a relay between users, business teams, sales representatives, and the publisher, by steering developments, structuring processes, and participating in the animation of the user community.

Functional support & quality management

• Qualify the functional incidents escalated by the support at the "SolEx" level and ensure the follow-up of their resolution.

• Manage the performance of the solution (availability, performance, SLA, satisfaction, etc.), in conjunction with the publisher and internal support teams.

• Participate in the continuous improvement of support by capitalizing on recurring incidents and improving the qualification of incidents and requests.

Change Management

• Collect and formalize the needs for the evolution of the solution in the context of support or interview campaigns conducted with users.

• Lead the scoping workshops in connection with the business, the business and the publisher and produce the associated functional specifications.

• Support the prioritization and planning of developments and monitor their implementation.

• Participate in the construction and updating of the solution roadmap by representing the needs of business users.

• Participate in and follow up on functional tests.

• Support the deployment of new features, ensure the collection of user feedback and its analysis.

• Structure internal processes related to change management.

Adoption support and user animation

• Develop and implement communication and training plans with regard to the changes made to the solution and the deployment phases.

• Animate the user community through the organization of webinars, the creation of a user community and the mobilization of ambassadors or business relays.

• Develop and update training and communication materials.

• Set up satisfaction surveys.

• Organize and conduct campaigns to analyze the uses of the solution, carry out the analysis and make recommendations.

• Identify irritants or obstacles to adoption and propose corrective actions.

• Support local teams (sales or business) during deployment periods.

Coordination with the publisher and internal stakeholders

• Follow up on requests and incidents with the publisher and participate in monitoring committees.

• Coordinate exchanges between users, solution teams, sales and the publisher.

• Ensure the proper communication of developments, corrections or major incidents to all stakeholders.

• Participate in exchanges with related solutions to ensure that visibility issues are properly taken into account on the customer platform.

Capitalization, monitoring and animation of the product approach

• Participate in benchmarks or active monitoring of the use of similar solutions.

• Contribute to the writing of internal or customer use cases and success stories.

• Organize or co-host highlights around the solution (workshops, seminars, user days, etc.).

• Structure the internal functional processes related to the operation of the solution (upgrade request, support, quality monitoring).

EDUCATION & EXPERIENCE REQUIRED

Education : Bac+5 (business school or university) with a specialization in digitalization, operations, management or customer relations.

Experience : First successful experience (junior position accepted) in a customer or user-oriented role: product management, project management, functional support, change management, BtoB sales or digital project.

KEY SKILLS REQUIRED

• Fluent in English and French (written, spoken) - Native English accepted if fluent in French

• Mastery of methods for collecting needs and leading user workshops

• Ability to formalize clear and structured functional specifications

• ·Comfortable with ticketing tools (such as ServiceNow) to prioritize and track requests

• Good command of presentation and training tools (PowerPoint, Webinar, tutorials)

• Ability to design training and communication plans around a product

• Reading and interpreting usage or satisfaction indicators (BI publisher type)

• Ability to manage regular reporting, build performance indicators

• Good written expression to produce professional deliverables (documentation, synthesis, capitalization) 

BEHAVORIAL SKILLS REQUIRED

• Excellent interpersonal skills and customer/user-oriented posture

• Analytical skills, structuring and synthesis

• Organizational skills and ability to manage several subjects in parallel

• Proactivity, autonomy, sense of initiative

• Functional curiosity and interest in digital business tools

• Diplomacy and ability to collaborate with various interlocutors (field, management, publisher)

ADDITIONAL NOTES

Occasional travel to be expected.